Routing and queuing information for video conferencing in banking centers

ABSTRACT

Embodiments of the present invention provide apparatuses and methods for providing improved customer service and sales experiences through collaborative face-to-face interaction between a customer and an expert in another location. Some embodiments of the invention comprise apparatuses and methods for video collaboration between an associate of the business located on-site at the point of inquiry, the customer who requires customer service, and an expert located off-site, typically at a call center. Other embodiments of the invention comprise apparatuses and methods for queuing video collaboration and non-video collaboration calls within a call center. The embodiments of the invention relate to apparatuses and methods that can be used for any business that has on-site point of inquiry centers, but the apparatuses and methods are particularly useful for banking customers who enter banking centers to interact on a face-to-face basis with an expert in the area of the customer&#39;s needs.

CROSS REFERENCE TO RELATED APPLICATIONS

This application claims benefit of priority under 35 U.S.C. §119(e) tothe filing date of U.S. Provisional Application No. 61/328,532, as filedon Apr. 27, 2010, which is incorporated herein by reference in itsentirety.

FIELD

This invention relates generally to customer service and sales, and moreparticularly, embodiments of the invention relate to apparatuses andmethods for effectively utilizing video conferencing to connectcustomers and experts for efficiently meeting the customers' needs.

BACKGROUND

Customers that are looking for expertise regarding products or servicesthat they wish to purchase, or have previously purchased or used, oftencontact customer service representatives by visiting a store or locationthat is most convenient, visiting a store or location where the customerpurchased or signed up for the product or service, or calling customerservice representatives over the telephone.

Store locations have limited space to employ customer representativesthat are able to serve all of the needs of the customers. Furthermore,since the need for the advice of experts on products and services isbased on the timing of the needs of the customers, it is oftenimpractical to place customer representatives with knowledge of everyproduct and service in every store location because much of the time thecustomer representatives would have little to do. Therefore, it issimply not cost effective to have multiple customer representatives thatare knowledgeable about a large breadth of products and services workingin every store location. Additionally, when customer representativeswith a particular area of expertise are located in a store, in someinstances, the customer representatives with the required expertise arebusy providing service to another customer, or are otherwise notavailable when necessary. Still, in some instances when customerrepresentatives are located at a store, they simply may not have therequired expertise in a particular area to answer the questions of thecustomers. Thus, it is often difficult to mesh customer needs with theexpertise of a customer representative that can answer the customer'squestions. In the cases when a customer representative at the store isnot available to meet the needs of the customer, there exists a need todirect a customer to another customer representative that can meetcustomer's needs.

Call centers are often set up in a supporting role so customers at astore location or other location can talk over the telephone with acustomer representative that has the required expertise to deal with thecustomers' needs. However, telephone calls are a less personal form ofcustomer service between the customer and the customer representativethan face-to-face interaction. Customers often feel that face-to-facemeetings are more personal and more informative. Therefore, in suchcases, a customer may be reluctant to speak with a representative overthe telephone at a call center, or the phone call may be less productivedue to the inability of the customer representative to gain the trust ofthe customer in a non-face to face experience.

There are gaps throughout the customer service processes provided byon-site customer representatives and call center customerrepresentatives due to on-site customer representatives and call centerrepresentatives that are forced to deal with product and service relatedissues that they do not have the expertise to handle. Therefore, thereis a need for apparatuses and methods for effectively matching theexpertise of the customer service representatives with customers in apersonal setting.

BRIEF SUMMARY

Embodiments of the present invention address the above needs and/orachieve other advantages by providing apparatuses (e.g., a system,computer program product, and/or other device) and methods for providingimproved customer service and sales experiences through collaborativeface-to-face interaction between a customer and an expert in anotherlocation. Some embodiments of the invention comprise apparatuses andmethods for video collaboration between an associate of the businesslocated on-site at the point of inquiry, the customer who requirescustomer service, and an expert located off-site, typically at a callcenter. Other embodiments of the invention comprise apparatuses andmethods for queuing video collaboration and non-video collaborationcalls within a call center. Still other embodiments of the inventioncomprise video collaboration sessions that are implemented through acustomer's computer system using the customer's online banking accountor other video collaboration tool. The embodiments of the inventionrelate to apparatuses and methods that can be used for any business thathas on-site point of inquiry centers, but the apparatuses and methodsare particularly useful for banking customers who enter banking centersto speak to associates regarding the customers' needs. If the bankingassociate cannot provide the required information, or is too busy tomeet with the customer, the present invention allows the customer tointeract on a face-to-face basis with an expert in the area of thecustomer's needs who is located off-site.

One embodiment of the invention is a system for routing and queuingcalls comprising, a memory device, a communication device, a processingdevice operatively coupled to the communication device and the memorydevice, and computer readable program code stored on said memory device,wherein said computer readable program code includes instructions thatwhen performed by said processing device causes said processing deviceto receive an incoming call from a customer interface. The instructionsperformed by the processing device further causes said processing deviceto identify routing instructions associated with the call, wherein therouting instructions at least indicate a type of customer inquiryassociated with the call. The instructions performed by the processingdevice also causes said processing device to route the call to at leastone designated station based on the type of customer inquiry associatedwith the call.

In further accord with an embodiment of the invention, the instructionswhen performed by said processing device further causes said processingdevice to identify that a designated station is not available, and placethe call in a queue.

In another embodiment of the invention, the instructions when performedby said processing device further causes said processing device tooutput visual media to a display for viewing by the customer while thecall is in the queue when the call is determined to be video enabled.

In yet another embodiment of the invention, the instructions whenperformed by said processing device further causes said processingdevice to identify from routing instructions associated with the call,whether the call is a video enabled call, and route the call to astation capable of communicating via video communication.

In still another embodiment of the invention, the instructions whenperformed by said processing device further causes said processingdevice to identify from routing instructions associated with the call adesired language associated with the customer, and route the call to astation associated with personnel capable of communicating in thedesired language.

In further accord with an embodiment of the invention, the instructionswhen performed by said processing device further causes said processingdevice to access expertise information of different personnel associatedwith different stations, and route the call to a specific station basedon the associated personnel's expertise.

In another embodiment of the invention, the instructions when performedby said processing device further causes said processing device toaccess handle time information of different stations, and route the callto a specific station based on the associated handle time information.

In yet another embodiment of the invention, the instructions whenperformed by said processing device causes said processing device toaccess staffing level information associated with a plurality ofstations, and route the call to a specific station based on theassociated staffing level information.

In still another embodiment of the invention, the at least onedesignated station is located at a call center.

Another embodiment of the invention is a method for routing and queuingcalls. The method comprises receiving an incoming call from a customerinterface, through the use of a processing device. The method furthercomprises identifying routing instructions associated with the call,through the use of the processing device, wherein the routinginstructions at least indicate a type of customer inquiry associatedwith the call. The method also comprises routing the call to at leastone designated station based on the type of customer inquiry associatedwith the call, through the use of the processing device.

In further accord with an embodiment of the invention, the methodfurther comprises identifying that a designated station is notavailable, through the use of the processing device, and placing thecall in a queue, through the use of the processing device.

In another embodiment of the invention, the method further comprisesoutputting visual media to a display for viewing by the customer whilethe call is in the queue when the call is determined to be videoenabled, through the use of the processing device.

In yet another embodiment of the invention, the method further comprisesidentifying from routing instructions associated with the call whetherthe call is a video enabled call, through the use of the processingdevice, and routing the call to a station capable of communicating viavideo communication, through the use of the processing device.

In still another embodiment of the invention, the method furthercomprises identifying from routing instructions associated with the calla desired language associated with the customer, through the use of theprocessing device, and routing the call to a station associated withpersonnel capable of communicating in the desired language, through theuse of the processing device.

In further accord with an embodiment of the invention, the methodfurther comprises accessing expertise information of different personnelassociated with different stations, through the use of the processingdevice, and routing the call to a specific station based on theassociated personnel's expertise, through the use of the processingdevice.

In another embodiment of the invention, the method further comprisesaccessing handle time information of different stations, through the useof the processing device, and routing the call to a specific stationbased on the associated handle time information, through the use of theprocessing device.

In yet another embodiment of the invention, the method further comprisesaccessing staffing level information associated with a plurality ofstations, through the use of the processing device, and routing the callto a specific station based on the associated staffing levelinformation, through the use of the processing device.

In still another embodiment of the invention, the at least onedesignated station is located at a call center.

Another embodiment of the invention is a computer program product for asystem for routing and queuing call center calls, the computer programproduct comprising at least one non-transitory computer-readable mediumhaving computer-readable program code portions embodied therein. Thecomputer-readable program code portions comprise an executable portionconfigured for receiving an incoming call from a customer interface. Thecomputer-readable program code portions further comprise an executableportion configured for identifying routing instructions associated withthe call, wherein the routing instructions at least indicate a type ofcustomer inquiry associated with the call. The computer-readable programcode portions also comprise an executable portion configured for routingthe call to at least one designated station based on the type ofcustomer inquiry associated with the call.

In another embodiment of the invention, the computer program productfurther comprises an executable portion configured for identifying thata designated station is not available, and an executable portionconfigured for placing the call in a queue.

In yet another embodiment of the invention, the computer program productfurther comprises an executable portion configured for outputting visualmedia to a display for viewing by the customer while the call is in thequeue when the call is determined to be video enabled.

In still another embodiment of the invention, the computer programproduct further comprises an executable portion configured foridentifying from routing instructions associated with the call whetherthe call is a video enabled call, and an executable portion configuredfor routing the call to a station capable of communicating via videocommunication.

In further accord with an embodiment of the invention, the computerprogram product further comprises an executable portion configured foridentifying from routing instructions associated with the call a desiredlanguage associated with the customer, and an executable portionconfigured for routing the call to a station associated with personnelcapable of communicating in the desired language.

In another embodiment of the invention, the computer program productfurther comprises an executable portion configured for accessingexpertise information of different personnel associated with differentstations, and an executable portion configured for routing the call to aspecific station based on the associated personnel's expertise.

In yet another embodiment of the invention, the computer program productfurther comprises an executable portion configured for accessing handletime information of different stations, and an executable portionconfigured for routing the call to a specific station based on theassociated handle time information.

In still another embodiment of the invention, the computer programproduct further comprises an executable portion configured for accessingstaffing level information associated with a plurality of stations, andan executable portion configured for routing the call to a specificstation based on the associated staffing level information.

In another embodiment of the invention, the at least one designatedstation is located at a call center.

The features, functions, and advantages that have been discussed may beachieved independently in various embodiments of the present inventionor may be combined in yet other embodiments, further details of whichcan be seen with reference to the following description and drawings.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

Having thus described embodiments of the invention in general terms,reference will now be made to the accompanying drawings, which are notnecessarily drawn to scale, and wherein:

FIG. 1 provides a video collaboration environment, in accordance with anembodiment of the invention;

FIG. 2 illustrates a flow diagram describing a store location videocollaboration process, in accordance with an embodiment of theinvention;

FIG. 3 a illustrates a video collaboration system display, in accordancewith an embodiment of the invention;

FIG. 3 b illustrates a video collaboration system control, in accordancewith an embodiment of the invention;

FIG. 4 illustrates a flow diagram describing an online banking videocollaboration process, in accordance with an embodiment of theinvention; and

FIG. 5 illustrates a flow diagram describing a call queuing process fora call center, in accordance with an embodiment of the invention.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

Embodiments of the present invention now will be described more fullyhereinafter with reference to the accompanying drawings, in which some,but not all, embodiments of the invention are shown. Indeed, theinvention may be embodied in many different forms and should not beconstrued as limited to the embodiments set forth herein; rather, theseembodiments are provided so that this disclosure will satisfy applicablelegal requirements. Like numbers refer to like elements throughout.Although the embodiments of the invention described herein are generallydescribed as involving a “bank,” one of ordinary skill in the art willappreciate that other embodiments of the invention may involve otherfinancial institutions, or businesses outside of financial institutions,that utilize customer representatives, call centers, or other comparablesystems.

As will be appreciated by one of ordinary skill in the art in view ofthis disclosure, the present invention may be embodied as an apparatus(including, for example, a system, machine, device, computer programproduct, and/or the like), as a method (including, for example, abusiness process, computer-implemented process, and/or the like), or asany combination of the foregoing. Accordingly, embodiments of thepresent invention may take the form of an entirely software embodiment(including firmware, resident software, micro-code, etc.), an entirelyhardware embodiment, or an embodiment combining software and hardwareaspects that may generally be referred to herein as a “system.”Furthermore, embodiments of the present invention may take the form of acomputer program product that includes a computer-readable storagemedium having computer-executable program code portions stored therein.As used herein, a processor may be “configured to” perform a certainfunction in a variety of ways, including, for example, by having one ormore general-purpose circuits perform the function by executing one ormore computer-executable program code portions embodied in acomputer-readable medium, and/or by having one or moreapplication-specific circuits perform the function.

It will be understood that any suitable computer-readable medium may beutilized. The computer-readable medium may include, but is not limitedto, a non-transitory computer-readable medium, such as a tangibleelectronic, magnetic, optical, electromagnetic, infrared, and/orsemiconductor system, apparatus, and/or device. For example, in someembodiments, the non-transitory computer-readable medium includes atangible medium such as a portable computer diskette, a hard disk, arandom access memory (RAM), a read-only memory (ROM), an erasableprogrammable read-only memory (EPROM or Flash memory), a compact discread-only memory (CD-ROM), and/or some other tangible optical and/ormagnetic storage device. In other embodiments of the present invention,however, the computer-readable medium may be transitory, such as apropagation signal including computer-executable program code portionsembodied therein.

It will also be understood that one or more computer-executable programcode portions for carrying out operations of the present invention mayinclude object-oriented, scripted, and/or unscripted programminglanguages, such as, for example, Java, Perl, Smalltalk, C++, SAS, SQL,Python, Objective C, and/or the like. In some embodiments, the one ormore computer-executable program code portions for carrying outoperations of embodiments of the present invention are written inconventional procedural programming languages, such as the “C”programming languages and/or similar programming languages. The computerprogram code may alternatively or additionally be written in one or moremulti-paradigm programming languages, such as, for example, F#.

It will further be understood that some embodiments of the presentinvention are described herein with reference to flowchart illustrationsand/or block diagrams of systems, methods, and/or computer programproducts. It will be understood that each block included in theflowchart illustrations and/or block diagrams, and combinations ofblocks included in the flowchart illustrations and/or block diagrams,may be implemented by one or more computer-executable program codeportions. These one or more computer-executable program code portionsmay be provided to a processor of a general purpose computer, specialpurpose computer, and/or some other programmable data processingapparatus in order to produce a particular machine, such that the one ormore computer-executable program code portions, which execute via theprocessor of the computer and/or other programmable data processingapparatus, create mechanisms for implementing the steps and/or functionsrepresented by the flowchart(s) and/or block diagram block(s).

It will also be understood that the one or more computer-executableprogram code portions may be stored in a transitory or non-transitorycomputer-readable medium (e.g., a memory, etc.) that can direct acomputer and/or other programmable data processing apparatus to functionin a particular manner, such that the computer-executable program codeportions stored in the computer-readable medium produce an article ofmanufacture including instruction mechanisms which implement the stepsand/or functions specified in the flowchart(s) and/or block diagramblock(s).

The one or more computer-executable program code portions may also beloaded onto a computer and/or other programmable data processingapparatus to cause a series of operational steps to be performed on thecomputer and/or other programmable apparatus. In some embodiments, thisproduces a computer-implemented process such that the one or morecomputer-executable program code portions which execute on the computerand/or other programmable apparatus provide operational steps toimplement the steps specified in the flowchart(s) and/or the functionsspecified in the block diagram block(s). Alternatively,computer-implemented steps may be combined with operator- and/orhuman-implemented steps in order to carry out an embodiment of thepresent invention.

FIG. 1 illustrates a video collaboration environment 1, in accordancewith an embodiment of the present invention. As illustrated in FIG. 1,the branch computer systems 4 are operatively coupled, via a network 2to the call center computer systems 8, customer computer systems 40,branch document center 50, other branch computer systems at otherlocations, as well as other business systems. In this way, the customer6 and associate 7 can communicate through the video collaboration system10 with an expert 9 through the video call center system 20 on the callcenter computer systems 8. In some embodiments of the invention, theassociate 7 is a banking center employee located on-site at a bankingcenter, however, in other embodiments of the invention the associate 7is an agent, contractor, or other person designated to act on behalf ofthe bank. In some embodiments of the invention, the expert 9 is a callcenter banking employee trained in one or more specific areas ofproducts or services offered at the bank, however, in other embodimentsof the invention the expert 9 is an agent, contractor, or other persondesignated to act on behalf of the bank. The network 2 may be a globalarea network (GAN), such as the Internet, a wide area network (WAN), alocal area network (LAN), or any other type of network or combination ofnetworks. The network 2 may provide for wireline, wireless, or acombination of wireline and wireless communication between devices onthe network.

As illustrated in FIG. 1, the video collaboration system 10 is locatedon the branch computer systems 4 located at various banking centers, andgenerally comprises a communication device 12, a processing device 14,and a memory device 16. In some embodiments of the invention the videocollaboration system 10 can be a stand alone system or part of anothersystem that is not located on the branch computer systems 4, but is alsooperatively connected to other devices through the network 2. As usedherein, the term “processing device” generally includes circuitry usedfor implementing the communication and/or logic functions of aparticular system. For example, a processing device may include adigital signal processor device, a microprocessor device, and variousanalog-to-digital converters, digital-to-analog converters, and othersupport circuits and/or combinations of the foregoing. Control andsignal processing functions of the system are allocated between theseprocessing devices according to their respective capabilities. Theprocessing device may include functionality to operate one or moresoftware programs based on computer-readable instructions thereof, whichmay be stored in a memory device.

The processing device 14 is operatively coupled to the communicationdevice 12, and the memory device 16. The processing device 14 uses thecommunication device 12 to communicate with the network 2, and otherdevices on the network 2, such as, but not limited to, the call centercomputer systems 8, the customer computer systems 40, the branchdocument center 50, and other business systems. Furthermore, the branchcomputer systems 4 can be located at various branch sites and cancommunicate with each other over the network 2. As such, thecommunication device 12 generally comprises a modem, server, or otherdevice for communicating with other devices on the network 2, and adisplay, camera, keypad, mouse, keyboard, microphone, and/or speakersfor communicating with one or more customers 6 or associates 7.

As further illustrated in FIG. 1, the video collaboration system 10comprises computer-readable instructions 18 stored in the memory device16, which in one embodiment include the computer-readable instructions18 of a video collaboration application 100. In some embodiments, thememory device 16 includes a datastore 19 for storing data related to thevideo collaboration system 10, including but not limited to data createdand/or used by the video collaboration application 100. The videocollaboration application 100 allows the customer 6 to participate in avideo collaboration session with an expert 9 at another location, suchas a call center or other branch location, in order to help answercustomer questions regarding products and services when an associate 7is not available, does not have the required expertise, or is busy withother customers.

It will be understood that systems, devices, servers, processors,computers, networks, and other devices described herein may be made upof one system, device, server, processor, computer, network, etc., ornumerous systems, devices, servers, processors, computers, networks,etc. working in conjunction with each other. Also, it is to beunderstood that use of the term computer system includes, but is notlimited, desktop, laptop, smart phone, personal display device (PDA),televisions with network access, or any other electronic system that hasa communication device, processing device, and memory device.

As further illustrated in FIG. 1, the video call center system 20 islocated on the call center computer systems 8. In some embodiments ofthe invention, the video call center system 20 can be a stand alonesystem or part of another system that is not located on the call centercomputer systems 8, but is connected to other devices through thenetwork 2. The video call center system 20 generally comprises acommunication device 22, a processing device 24, and a memory device 26.The processing device 24 is operatively coupled to the communicationdevice 22 and the memory device 26. The processing device 24 uses thecommunication device 22 to communicate with the network 2, and otherdevices on the network 2, such as, but not limited to, the branchcomputer systems 4, customer computer systems 40, branch document center50, and other business systems. As such, the communication device 22generally comprises a modem, server, or other device(s) forcommunicating with other devices on the network 2, and a display,camera, keypad, mouse, keyboard, microphone, and/or speakers forcommunicating with one or more experts 9.

As illustrated in FIG. 1, the video call center system 20 comprisescomputer-readable program instructions 28 stored in the memory device26, which in one embodiment includes the computer-readable instructions28 of a video collaboration application 100 and a call managerapplication 110, as well as other banking tools. In some embodiments,the memory device 26 includes a datastore 29 for storing data related tothe video call center system 20, including but not limited to datacreated and/or used by the video collaboration application 100, the callmanager application 110, and other banking tools. The videocollaboration application 100 as previously explained with respect tothe video collaboration system 10, allows an expert 9 to participate invideo collaboration sessions with a customer 6 and/or associate 7located outside of the call center in order to help answer questionsabout products and services when an associate 7 is not available, doesnot have the required expertise, or is busy with other customers.

The call manager application 110, is used to identify the proper queuesand routing rules that determine what expert 9 is available, what typeof calls the expert can receive, and where and when to route the videocalls. In some embodiments of the invention the video call center system20 communicates with the existing non-video call center queuing systemsused to route non-video calls in the call centers, in order to routeboth the video calls and non-video calls to the proper experts 9. Theexisting non-video call center queuing systems are located on the callcenter computer systems 8, and have the same or similar devices as thevideo call center system 20 (i.e. communication device, processingdevice, memory device with computer-readable instructions and datastore,etc.). The existing non-video call center queuing systems comprise thecall queuing applications that are used to queue and route telephonecalls received by the call center. In other embodiments of theinvention, the video call center system 20 has the capability to receiveboth video calls and non-video calls and route the calls to the properexperts 9 using the call manager application 110. Therefore, the videocollaboration system 20 and existing non-video call center queuingsystems can be one system or multiple systems that queue and route alltypes of calls to the proper experts 9 at one or more call centers andbanking centers. The video collaboration system 20 and existingnon-video call center queuing system, individually or together, have theability to queue and route video calls and non-video calls overnetworks, telephone lines, or other communication or data transmissionhardware and software using traditional phone numbers, internet protocol(IP) addresses, e-mail addresses, or any other type of identifier.

The other banking tools comprise, but are not limited to programs andtools used by the customers 6, associates 7, and/or experts 9 foraccessing banking information, forms, price calculators, as well asother tools that can be used in connection with exchanging product andservice information between customers 6, associates 7, and/or experts 9.

As further illustrated in FIG. 1, the customer system 30 is located onthe customer computer systems 40. The customer system 30 generallycomprises a communication device 32, a processing device 34, and amemory device 36. The processing device 34 is operatively coupled to thecommunication device 32 and the memory device 36. The processing device34 uses the communication device 32 to communicate with the network 2,and other devices on the network 2, such as, but not limited to, thebranch computer systems 4, the call center computer systems 8, thebranch document center 50, and other business systems. As such, thecommunication device 32 generally comprises a modem, server, or otherdevice(s) for communicating with other devices on the network 2, and adisplay, camera, keypad, mouse, keyboard, microphone, and/or speakersfor communicating with one or more customers 6.

As illustrated in FIG. 1, the customer system 30 comprisescomputer-readable program instructions 38 stored in the memory device36, which in one embodiment includes the computer-readable instructions38 of a video collaboration application 100 and an online bankingapplication 130. In some embodiments, the memory device 36 includes adatastore 39 for storing data related to the customer system 30,including but not limited to data created and/or used by the videocollaboration application 100 and online banking application 130.

The online banking application 130 allows customers 6 to access theiraccounts from customer computer systems 40 located anywhere that hasaccess to the network 2. The online banking application 130 also allowscustomers 6 to search, research, apply, and sign-up for products andservices offered by the bank. In some embodiments of the invention thecustomers 6 can use the video collaboration application 100, which insome embodiments works in conjunction with the online bankingapplication 130 or other applications and systems, to speak to bankingexperts 9 face-to-face over the internet, in order to receive moreinformation about and sign-up for products and services offered by thebank. The customers 6 can contact the experts 9 from the location atwhich the customer computer system 40 is located without ever having toenter a bank branch. In some embodiments of the invention, the videocollaboration application 100, is a part of or contained within theonline banking application 130, but regardless of how it is configuredit will work in the same or similar way as described herein.

As further illustrated in FIG. 1, the branch computer systems 4, callcenter computer systems 8, and in some embodiments customer computersystems 40 are operatively coupled to the branch document center 50 andother business systems. The branch document center 50 and other businesssystems have devices the same or similar to the devices described forthe branch computer systems 4, call center computer systems 8, andcustomer computer systems 40 (i.e. communication device, processingdevice, memory device with computer-readable instructions, datastore,etc.). In this way, the customers 6, associates 7, and experts 9 can usethe branch computer systems 4, the call center computer systems 8, andthe customer computer systems 40 to access or use information,applications, and tools on the other business systems, and print, scan,copy, fax, or e-mail documents to or through the branch document centers50.

FIG. 2, illustrates a video collaboration process 200 describing how acustomer 6, associate 7, and expert 9 utilize a video collaborationapplication 100 to improve customer service and sales. When a customer 6enters a banking center and is looking to perform actions that are notrelated to simple transactions with a teller at the banking center, thecustomer 6 would typically meet with a banking center associate 7. Ifthe associate 7 could not answer the customer's questions and thebanking center had no expert 9 available, the customer would have to betransferred to an associate over the phone, referred to another bankingcenter location, or set up an appointment with an expert at the currentbanking center or another banking center at a later date. However, thepresent invention allows the customer to have a collaborativeface-to-face interaction without the need to make an appointment,connect by telephone, or visit another banking center.

In the present invention, when the customer enters the banking center anassociate 7 identifies the products and services in which the customer 6is interested and then determines if the customer's needs can be handledthough a video collaboration session, as illustrated by decision block202. For example, if the associate 7 determines that the customer eitherhas questions about a complex, time consuming, or specialized product orservice, needs further understanding about a product or service, hasbeen to the banking center before to resolve an issue, or additionalresearch into the customer's questions is needed, to name a few, theassociate might direct the customer 6 to a video collaboration session.Some specific banking products and services that might qualify for avideo collaboration sessions include, but are not limited to, mortgageor home equity loan information, customer service resolution issues,investment advice, or small business loans. Still in other embodimentsof the invention the video conference session can be used by managementand the associates themselves for meetings, training activities, etc.

As illustrated by block 204, if the banking center associate 7determines that the customer's needs cannot be handled by a videocollaboration session then the associate 7 will handle the issueherself. However, if the banking center associate 7 determines that thecustomer's needs can be handled by video collaboration then asillustrated by decision block 206 the associate confirms with thecustomer 6 that the customer 6 would be comfortable talking with anexpert 9 over a video collaboration session. If the customer 6 is notwilling to talk with an expert 9 over a video collaboration sessionthen, as illustrated by block 204, the associate 7 will handle thecustomer's need through standard processes (i.e. provide servicesherself, set up an appointment with an expert 9, transfer the customer 6to a telephone representative, have the customer 6 visit another bankingcenter location). However, if the customer 6 is willing to talk with anexpert 9 over a video collaboration session then the associate 7 takesthe customer 6 to a video conference room and uses the videocollaboration system 10 to connect to the appropriate call center.

One embodiment of the video collaboration system 10 is illustrated inFIGS. 3A and 3B. In the illustrated embodiment, the video collaborationsystem 10 is a stand alone video system 300 that comprises a videocamera 310, a display 320, and a remote 350. In some embodiments of theinvention, the video system 300 is a stand alone system as illustratedin FIGS. 3A and 3B. However, in other embodiments of the invention thevideo system 300 is a desktop, laptop, tablet, or other like computersystem, but will function in the same or similar way as the video system300. In some embodiments the video system 300 is a web-based system thathas a web-cam and a display.

In order to connect to the proper expert 9 over the video collaborationsystem 10, the associate 7 first opens the menu on the videocollaboration system 10, as illustrated by block 208. Thereafter, theassociate 7 selects the language to use for the call, based on thelanguage the customer desires, as illustrated by block 210. Theassociate 7 then selects the address book 352 button on the remote 350.In response, the display 320 provides a list of contacts with which toestablish a video collaboration session. As illustrated by block 212,the associate 7 identifies the proper call center (or baking center orcontact if the expert 9 is not located at a call center) on the display320 based on the customer's needs, and selects the place call 354button. The connection that is made when the associate 7 makes the call,in some embodiments, is a video number that allows the transfer of dataover the network 2. The video number in some embodiments is an InternetProtocol (IP) address, or other like number. In other embodiments of theinvention the video number is a telephone number, e-mail address,messaging addresses, virtual network number, or other like number thatallows data to be transferred over the network 2. In other embodimentsof the invention, the associate 7 can make the selection of the propercall center, banking center, or expert 9, from a touchpad, dial pad,remote selection, or other like computer tool by dialing the numberdirectly or selecting the appropriate location or person.

The display 320 also has a number of icons that describe what is takingplace during the video collaboration session. For example, the phoneicon 322 indicates that a call is in session, the microphone off icon324 indicates when the microphone is off, the volume off icon 326indicates when the volume is off, the bad network icon 328 indicates ifnetwork anomalies exist, like packet loss, jitter, etc. during a call,the on air icon 330 indicates what party has the floor to speak, theopen padlock icon 332 indicates that the connection is not yet securewhen the call is initialized, the closed padlock icon 334 indicates thatthe Data Encryption Standard (DES) connection is secure, the doublepadlock icon 336 indicates that the Advanced Encryption Standard (AES)connection is secure.

As illustrated by block 214, and explained in further detail later, whenthe video call is placed, the video call is routed to the appropriateexpert 9 based on the selection the associate 7 or customer 6 made. Insome embodiments of the invention the expert 9 does not have to belocated at a station in a call center, the expert 9 can be located atanother location, such as but not limited to, a banking center station,an office station, a station at an expert's home, or other location,etc., and the call is routed to wherever the expert 9 is located. Asillustrated by decision block 216, the call manager application 110 willdetermine (in some embodiments with the help of the existing non-videocall center queuing system) if the required expert 9 is available totake the video call. The call manager application 110 tracks metricsthat determine what experts 9 can receive the video call, which of thoseexperts 9 are available, and which of the experts 9 have the bestability to meet the customer's needs. If an expert 9 that meets the callrequirements is available, as determined by the call manager application110, explained in greater detail later, the call is routed to the expert9 and the expert answers the call, as illustrated in block 228.

If the experts 9 that have the training to answer the call are notcurrently available, then the call is entered into a queue, asillustrated by block 218. In some embodiments of the invention, whilethe customer's call is in the queue waiting for the next availableexpert 9 the display 320 of the video collaboration system 10 can show apresentation, advertisement, disclosure, or other information to occupythe customer 6 while the call is in the queue, as illustrated by block220. In some embodiments of the invention, the presentation,advertisement, disclosure, or other information, is related to productsor services for which the customer 6 is participating in the videocollaboration session, other products or services the bank is offering,information about partners of the bank, events or charities in which thebank is a partner, etc.

As illustrated by block 222, in some embodiments the video call centersystem 20, using the call manager application 110, interfaces with theexisting non-video call center queuing system to obtain the properrouting instructions. As illustrated by block 224, the call managerapplication 110, determines the next available associated based ondefined metrics and the routing instructions from block 222. The metricstracked include but are not limited to average handle time, staffinglevels, expertise of the associates, etc. As illustrated by block 226,when the next available expert 9 with the required expertise becomesavailable the call is routed to the expert 9.

As illustrated by block 228, the call center expert 9 answers the videocollaboration call. As illustrated by block 230, the customer 6 ispresented with disclosures on the display, if necessary. For example, ifthe information the expert 9 is discussing is related to investmentadvice, the applicable disclosure is shown to the customer 6. After anynecessary disclosures are presented, live video is displayed of theexpert 9 to the customer 6 and vice versa in real-time or nearreal-time, as illustrated by block 232.

As illustrated in block 234, the banking center associate 7 introducesthe customer 6, and provides the expert 9 with information related tothe customer's needs and the reason for the video collaboration. In someembodiments of the invention, the information includes but is notlimited to the proper account verification information, an outline ofthe customer's needs, etc.

As illustrated in block 236, in some embodiments, the associate 7 leavesthe room and lets the expert 9 talk face-to-face with the customer 6through the video collaboration application 100. In some embodiments ofthe invention, the associate 7 may need to stay in the room, in order tohelp the expert 9 handle all of the customer's needs. As illustrated byblock 238 the expert 9 reviews the customer's needs and uses the otherbanking tools to develop solutions comprising banking products andservices to meets the customer's needs.

As illustrated by block 240, the expert 9 can share applications anddocuments with the customer 7 on the display 320 of the videocollaboration system 10, in order to help provide the customer 6 withthe proper information. For example, the expert 9 can help a customerfill out the required paperwork for a mortgage or home equity line ofcredit. In other embodiments, the expert 9 can walk a customer 6 throughcustomer statements related to the customer's accounts and investments.As illustrated by block 242, the expert 9 can also print anydocumentation for the customer 6, or the banking associate 7, directlyto the document center 50 at the banking center. In this way, thecustomer 6 and/or associate 7 can begin to fill out the requiredpaperwork for any products or services in which the customer 6 isinterested. In some embodiments of the invention, the expert 9 orassociate 7 can walk the customer 6 through filling out and signing anynecessary documentation. The customer 6 or associate 7 can scan or faxthe information back to the expert 9 or other bank employees at otherlocations, in order to begin processing the customer's request. In otherembodiments of the invention the video collaboration system 10, alsocomprises or is coupled to an electronic signature pad. The electronicsignature pad allows the expert 9 and the customer 6 to fill outpaperwork electronically through the video collaboration system 10 andthe customer 6 can sign the documents electronically without having tosend and receive paper copies of the documents electronically.

As illustrated by decision block 244 if the customer has additionalneeds, then the expert 9 can review additional customer needs, asillustrated by block 238. Alternatively, if the expert 9 cannot help thecustomer 6 or the customer's needs are not satisfied by the expert 9,the expert 9 can submit the call to another expert 9 or queue, in thesame or similar way that was done by the associate 7, in order toconnect the customer 6 with the appropriate expert 9, as illustrated byblock 216.

As illustrated by termination block 232, if the customer's needs are metthen the call may end. After the call ends the customer 6 may or may notmeet with the associate 7 before the customer leaves the banking center,in order to, for example, gather or submit documentation that thecustomer has filled out with the expert 9.

In some embodiments of the invention the video collaboration system 10can be used directly from customer computer systems 40 located at thecustomer's home, place of business, or anywhere else with access to theInternet. The video collaboration systems 10, as previously describedcan be stand alone systems, or can be a part of a computer or othersystem.

FIG. 4 illustrates one embodiment of an online banking videocollaboration process when a customer 6 uses the video collaborationsystem 10 through the customer's online baking application 130. Asillustrated in block 402 of FIG. 4, in some embodiments, the customer 6logs onto the customer's online banking application 130 using thecustomer computer systems 40. As illustrated by block 404, the onlinebanking application connects to the bank's systems through the network2, and authenticates that the customer 6 is in fact the correct customer6 for the associated account. While in the online banking application130 the customer 6 can search for products and services in which thecustomer 6 has an interest, as illustrated by block 406. While thecustomer is researching a particular topic through the online bankingapplication 130 the bank can prompt the customer asking if the customer6 would like to speak to an expert 9 regarding the information they areresearching, as illustrated in block 408. In other embodiments of theinvention, the customer 6 can ask to speak to an expert 9 that knowsabout the products and services for a particular area of interest thatthe customer 6 is researching. As illustrated in block 410, the bankwill prompt the customer 6 to identify or confirm the subject matter inwhich the customer is interested.

As illustrated by block 412, when the video call is placed, the videocall is routed to the appropriate call center, banking center, or expert9 based on the information from blocks 406, 408, and/or 410. In otherembodiments of the invention the call is routed to the proper callcenter, banking center, or individual expert 9 based on what products orservices the customer 6 was researching or based on a selection made bythe customer 6.

As illustrated by decision block 414, the video call center system 20determines if there is an available expert 9 to speak to the customer 6.As previously described, the call manager application 110 determines (insome embodiments with the help of the existing non-video call centerqueuing system) if the required expert 9 is available to take the videocall. The call manager application 110 tracks metrics that determinewhat experts 9 can receive the video call, which of those experts 9 areavailable, and which of the experts 9 have the best ability to meet thecustomer's needs. If an expert 9 that meets the call requirements isavailable, as determined by the call manager application 110, the callis routed to the expert 9 and the expert answers the call, asillustrated in block 426.

Alternatively, as illustrated by block 416 if a qualified expert 9 isnot available to take the customer's call, then the call is queued. Insome embodiments, as previously described with respect to the videocollaboration system 10 for the banking centers, while the call is inthe queue, presentations, advertisements, disclosures, and/orinformation is provided to the customer 6 on the display of the customercomputer system 40, as illustrated by block 418.

As illustrated by block 420, in some embodiments, the call managerapplication 110 interfaces with the existing non-video call centerqueuing system to obtain the proper routing instructions. As illustratedby block 422, the call manager application 110, determines the nextavailable expert 9 based on defined metrics and the routing instructionsfrom block 420. The metrics tracked include, but are not limited to,average handle time, staffing levels, expertise of the associates, etc.As illustrated by block 424, when the next available expert 9 with therequired expertise becomes available the call is routed to the expert 9.

The expert 9 answers the call, as illustrated by block 426, and thecustomer 6 is presented with disclosure information, as illustrated byblock 428. As illustrated by block 430 live video in real-time or nearreal time is displayed to both the expert 9, at the expert's location(i.e. a call center station, a banking center station, an officestation, an expert's home, or other location, etc.), and the customer 6on the customer computer systems 40.

The expert 9 receives information from the customer 6 to verify theidentity of the customer 6 and determines the customer's needs, asillustrated by block 432. As previously described with respect to thevideo collaboration system 10 located at the banking center, the expert9 can share applications and documents with the customer 6 on thedisplay of the customer computer systems 40, as illustrated by block434. In some embodiments of the invention the expert 9 providesdocuments, applications, or tools electronically to the customer to viewor print, as illustrated by block 436. As illustrated by block 436, thecustomer 6 can print and fill out any documents and fax or e-mail themback to the expert 9 or another location. In other embodiments of theinvention, the customer 6 fills out the documents electronically withthe expert 9 and sends them to the appropriate party.

As illustrated by decision block 438, the expert 9 determines if thecustomer's needs have been satisfied. If the customer's needs have notbe satisfied then the expert 9 can provide more information to thecustomer 6, but in some embodiments the expert 9 routes the customer'scall back to the next available expert 9 that is qualified to discussthe additional needs of the customer 6, as illustrated by blocks 432 and414. However, in the alternative, if the customer's needs are satisfiedthe call may end, as illustrated by termination block 440.

In some embodiments of the invention the call center can be staffed withvideo experts 9 who specialize in one or more products or services. Whena call is made through the video collaboration application 100 frombranch computer systems 4 or customer computer systems 40, the videocall center systems 20 will ring for each expert 9 that is properlytrained to handle the incoming call. The first expert 9 to answer thecall determines what the customer needs are and provides the customer 6with assistance. While embodiments of the invention for call centers canwork this way, these embodiments can result in overstaffing the centers,which leads to many experts 9 spending much of their time not talking tocustomers 6. Unless the business can achieve large enough economies ofscale, it is too expensive to staff an entire call center of only videocollaboration experts 9 that have an expertise in only one area. Inorder for a call center to provide customer support on a more costeffective basis, the call center is staffed with experts 9 that have theability to perform a number of tasks through video calls, non-videocalls, messaging chats, etc.

In some embodiments of the invention a call center is staffed withcombinations of experts 9 who only take non-video calls, experts 9 whotake only video calls, experts 9 who take only chats, and/or experts 9who take combinations of the three types. In some embodiments, theexperts 9, regardless of the types of calls or chats they receive, arewell versed in a number of products and services within the bank. Forexample, experts 9 can have an area of expertise, but they also can beable to work on a number of other matters outside of their area ofexpertise. Typically, the most complex customer needs take up the mosttime, but do not occur as often as simpler customer needs. Experts 9 canfill in the time outside of dealing with complex customer needs withintheir area of expertise with simpler customer needs. A call center, insome embodiments comprises a few experts with video collaboration toolsas well as regular phone lines, capable of taking video collaborationcalls and non-video calls. The call center, in some embodiments, alsohas experts 9 with the capability of answering non-video calls only andin some embodiments, also has experts 9 with the capability of answeringonly video calls.

FIG. 5 illustrates one embodiment of a call queuing process for a callcenter that provides customers with different types of experts 9 tosatisfy customer needs. As illustrated in block 502 the video callcenter system 20 receives a call from a branch computer system 4,customer computer system 40, phone line, or other type of system. Thevideo call center system 20 determines the type call being received, asillustrated by decision block 504. If the call is a phone call, it canbe identified by the number called or the type of incoming call (i.e. aneleven or ten digit number). If the call is a video call it can beidentified by the video number called or the type of call (i.e. IPaddress, etc.).

If the call is a phone call, or other non-video call, the video callcenter system 20 identifies what the call relates to depending on anumber of factors, as illustrated in block 506. In some embodiments,there are a number of telephone numbers that the customer can call, butthey are all routed to the same call center. In these embodiments thecall center can determine what experts 9 to route the call to byidentifying the number that customer 6 called. In other embodiments ofthe invention, when the customer 6 selects a number the customer 6 isasked by an automated system (or a person) to provide informationrelated to why the customer 6 is placing the call. In these embodimentsthe video call center system 20 identifies the information provided bythe customer through customer 6 or associate 7 input, and directs thecall to the appropriate expert 9 or call center. As illustrated indecision block 508, the video call center system 20 determines if thereis an expert 9 available that can help the customer 6 based on thecustomer's needs identified in block 506 and/or the metrics tracked bythe video call center system 20. For example, the video call centersystem 20 tracks metrics, such as, but not limited to, how many experts9 are working, what type of call each expert 9 can handle (i.e. video,non-video, or both), what products and services each expert 9 is trainedto discuss with the customer 9, what experts 9 speak the language of thecustomer, what experts 9 are currently on a call, what experts 9 arewaiting to be called, what are the average handle times for each expert9, etc. The video call center system 20 matches up the calls with theexperts 9 that can receive the calls, and selects the best availableexpert 9 for the call. As illustrated in block 512 if there is anavailable expert 9 (e.g. all experts 9 with phone capabilities, who arenot on a call, who are trained in the products and services related tothe customer's call, etc.), the non-video call is routed to the bestavailable expert 9, and the expert 9 answers the phone. If an expert 9is not available then the customer's call is sent to the queue to waitfor the next available expert 9, as illustrated by block 510. When thenext expert 9 becomes available (e.g. is not on a call, has the requiredexpertise, has phone capability, etc.) the call is routed to that expert9 and the expert answers the phone, as illustrated by block 512.

The expert 9 identifies the customers 6 needs and provides the relevantinformation to the customer 6, as previously discussed. As illustratedby decision block 514 if the expert 9 has handled all of the customer'sneeds, then the call may end as illustrated by block 540. However, ifthe customer needs additional help the current expert 9 can handle thecustomer's needs, or the current expert 9 can transfer the call toanother expert 9 that has the required expertise at the call center ifthe current expert 9 does not have the necessary expertise. In someembodiments of the invention, the current expert 9 can enter inadditional information related to the customer 6 in order to allow thevideo call center system 20, though the call manager application 110, todetermine to what expert 9 to transfer the call.

As illustrated by block 516, the current expert 9 determines if thecustomer 6 wants to speak to a video expert 9. If the customer 6 doeswant to speak to a video expert 9 with video capabilities, the call isrouted to an expert 9 with video capabilities, as described in furtherdetail later. If the customer 6 does not want to speak to an expert 9with video capabilities, the video call center system 20 determines ifthere is an available expert 9 with non-video capabilities who canhandle the needs of the customer 9, as illustrated by decision block518. The new expert 9 can have both video capabilities and non-videocapabilities, but the new expert 9 only uses the non-video capabilitieswith this particular customer 6. If there is not an available new expert9 the call is sent to the queue to await the next available expert 9, asillustrated by block 510. If there is an available expert 9, the call isrouted to the new expert 9, the new expert 9 answers the call andrepeats the customer service processes previously described.

Alternatively, if the original call received is identified as a videocall, the video call center system 20 identities the needs of thecustomer 6 on the call, as illustrated by block 520. In someembodiments, there are multiple video numbers (i.e. IP addresses, etc.)that are selected by a customer 6 or an associate 7, which all go to thesame call center. However, the type of call is determined based on theselection made by the associate 7, or in some embodiments the customer6. In other embodiments of the invention the associate 7 or the customer6 provides the video call center system 20 with some information beforethe call is placed, and when that call is sent to the call centercomputer systems 8 the information is sent with the call. Therefore, insome embodiments of the invention the video call center system 20 canuse the information provided from block 520 and/or the metrics trackedby the video call center system 20, as previously discussed with respectto the non-video call, to match up the customer's needs in the call withan available expert 9 (e.g. has video capabilities, is not currently ona call, speaks the customer's language, has the expertise to handle thecustomer's call, etc.), as illustrated by decision block 522.

If there is an expert 9 available, the expert 9 will answer the call, asillustrated by block 526. If there is no expert 9 available the videocall is routed to a queue to await the next available expert 9, asillustrated by block 524. In some embodiments of the invention, thevideo and non-video call queues can be one queue or multiple queues, andcan be used strictly for various types of experts 9 or for all of theexperts 9 in the call center or multiple call centers. In someembodiments of the invention, as previously discussed, while thecustomer 6 is on hold in the video queue the video call center system 20can provide presentations, disclosures, advertisements, or informationfor the customer 6 to review. In some embodiments, the presentations,advertisements, disclosures, or information is related to the productsor services that the customer is calling about. When the next availablevideo expert 9 becomes available the call is routed to that expert 9, asillustrated by block 526. The video expert 9 will authenticate thecustomer 6, identify the customer's needs, and provide the customer 6with the necessary information as previously explained with respect toFIGS. 2 and 4.

The expert 9 then identifies if the customer 6 needs any additionalinformation, as illustrated by block 528. If the customer does not needadditional information the call may end, as illustrated by terminationblock 540. If however, the customer 6 needs additional information thecurrent expert 9 can provide it, if the current expert 9 is qualified,or route it to another expert 9. The current expert 9 will firstdetermine if the customer 6 wants to speak to another expert 9 withvideo capabilities, as illustrated by decision block 516. If thecustomer does not want to speak to a video expert 9, then the call isrouted to next available non-video expert 9, as previously described andillustrated by block 518. If the customer 6 does want to speak toanother video expert 9, the video call center system 20 will determineif there is a new expert 9 available that can meet the customer's needs,as illustrated by decision block 530. As previously discussed, the callis routed to the proper expert 9 based on information provided by thecustomer 6 or associate 7 during the call with the current expert 9. Thecurrent expert 9 can transfer the call to the appropriate video numberor in some embodiments provide the video call center system 20 with thenecessary information to transfer the call. If there is a new expert 9available, the video call center system 20 routes the call to the newexpert 9 and the new expert 9 handles the customer's needs as previouslyexplained, as illustrated by block 526. However, if there is no newexpert 9 available, the call is routed to the queue and the customer 6waits for the next available expert 9, as previously discussed andillustrated by block 524. The process continues until the customer 6 issatisfied and the call ends, as illustrated by termination block 540.

Specific embodiments of the invention are described herein. Manymodifications and other embodiments of the invention set forth hereinwill come to mind to one skilled in the art to which the inventionpertains, having the benefit of the teachings presented in the foregoingdescriptions and the associated drawings. Therefore, it is to beunderstood that the invention is not to be limited to the specificembodiments disclosed and that modifications and other embodiments andcombinations of embodiments are intended to be included within the scopeof the appended claims. Although specific terms are employed herein,they are used in a generic and descriptive sense only and not forpurposes of limitation.

U.S. patent application Ser. No 12/847,404 to Benefield et al. andentitled “Video Collaboration Call Center Queuing” (originally filed as“Routing and Queuing Information for Video Conferencing in BankingCenters”) is filed concurrently with the present application and ishereby incorporated by reference.

What is claimed is:
 1. A system for routing and queuing calls comprising: a memory device; a communication device; a processing device operatively coupled to the communication device and the memory device; and computer readable program code stored on said memory device, wherein said computer readable program code includes instructions that when performed by said processing device causes said processing device to: receive an incoming call from a customer interface located at a banking center wherein the incoming call is initiated by an associate for the benefit of a customer based on a customer inquiry; determine a type of call for the incoming call, wherein the type of call is one of at least two types of calls comprising a video call or a non-video call, and wherein the determining the type of call for the incoming call comprises: determining a video type of call, when the incoming call includes video capabilities; and determining a non-video type of call, when the incoming call does not include video capabilities; determine a type of customer inquiry associated with the incoming call, wherein the type of customer inquiry is initiated by the associate when the associate initiates the incoming call based on the customer inquiry; identify one or more representatives available to accept the incoming call based on the type of call and the type of customer inquiry, wherein the one or more representatives qualify as an expert for the customer inquiry; determine handle time information for the one or more representatives available to accept the incoming call when the one or more representatives are available; determine staffing level information associated with the one or more representatives available to accept the incoming call when the one or more representatives are available, wherein the staffing level information comprises the one or more representatives that have only audio capabilities, the one or more representatives that have only video capabilities, and the one or more representatives that have both audio and video capabilities; route the incoming call to a representative of the one or more representatives available based at least in part on the handle time information and the staffing level information; route the incoming call to a queue when none of the one or more representatives are available; display via the customer interface and a representative interface, information associated with the type of customer inquiry when the incoming call includes video capabilities; and receive via the customer interface, input from the customer, wherein the input is an electronic signature related to the information associated with the type of customer inquiry.
 2. The system of claim 1, wherein said computer readable program code includes computer instructions that when performed by said processing device causes said processing device to: output visual media to a display for viewing by the customer while the call is in the queue when the call is determined to be video enabled.
 3. The system of claim 1, wherein said computer readable program code includes computer instructions that when performed by said processing device causes said processing device to: identify from routing instructions associated with the call a desired language associated with the customer; and route the call to a station associated with personnel capable of communicating in the desired language.
 4. The system of claim 1, wherein determining the type of customer inquiry comprises determining subject matter in which the customer is interested and if the subject matter requires an electronic signature; wherein identifying one or more representatives available to accept the incoming call is based on the subject matter in which the customer is interested and if the one or more representatives can accept the electronic signature.
 5. The system of claim 1, wherein the one or more representatives are located at a call center.
 6. A method for routing and queuing calls comprising: receiving, by a processing device, an incoming call from a customer interface located at a banking center, wherein the incoming call is initiated by an associate for the benefit of a customer based on a customer inquiry; determining a type of call for the incoming call, wherein the type of call is one of at least two types of calls comprising a video call or a non-video call, and wherein the determining the type of call for the incoming call comprises: determining a video type of call, when the incoming call includes video capabilities; and determining a non-video type of call, when the incoming call does not include video capabilities; determining a type of customer inquiry associated with the incoming call, wherein the type of customer inquiry is initiated by the associate when the associate initiates the incoming call based on the customer inquiry; identifying one or more representatives available to accept the incoming call based on the type of call and the type of customer inquiry, wherein the one or more representatives qualify as an expert for the customer inquiry; determining handle time information for the one or more representatives available to accept the incoming call when the one or more representatives are available; determining staffing level information associated with the one or more representatives available to accept the incoming call when the one or more representatives are available, wherein the staffing level information comprises the one or more representatives that have only audio capabilities, the one or more representatives that have only video capabilities, and the one or more representatives that have both audio and video capabilities; routing the incoming call to a representative of the one or more representatives available based at least in part on the handle time information and the staffing level information; routing the incoming call to a queue when none of the one or more representatives are available displaying via the customer interface and a representative interface, information associated with the type of customer inquiry when the incoming call includes video capabilities; and receiving via the customer interface, input from the customer, wherein the input is an electronic signature related to the information associated with the type of customer inquiry.
 7. The method of claim 6, further comprising: outputting visual media to a display for viewing by the customer while the call is in the queue when the call is determined to be video enabled, through the use of the processing device.
 8. The method of claim 6, further comprising: identifying from routing instructions associated with the call a desired language associated with the customer, through the use of the processing device; and routing the call to a station associated with personnel capable of communicating in the desired language, through the use of the processing device.
 9. The method of claim 6, wherein determining the type of customer inquiry comprises determining subject matter in which the customer is interested and if the subject matter requires an electronic signature; wherein identifying one or more representatives available to accept the incoming call is based on the subject matter in which the customer is interested and if the one or more representatives can accept the electronic signature.
 10. The method of claim 6, wherein the one or more representatives are located at a call center.
 11. A computer program product for a system for routing and queuing call center calls, the computer program product comprising at least one non-transitory computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising: an executable portion configured for receiving an incoming call from a customer interface located at a banking center wherein the incoming call is initiated by an associate for the benefit of a customer based on a customer inquiry; an executable portion configured for determining a type of call for the incoming call, wherein the type of call is one of at least two types of calls comprising a video call or a non-video call, and wherein the determining the type of call for the incoming call comprises: determining a video type of call, when the incoming call includes video capabilities; and determining a non-video type of call, when the incoming call does not include video capabilities; an executable portion configured for determining a type of customer inquiry associated with the incoming call, wherein the type of customer inquiry is initiated by the associate when the associate initiates the incoming call based on the customer inquiry; an executable portion configured for identifying one or more representatives available to accept the incoming call based on the type of call and the type of customer inquiry, wherein the one or more representatives qualify as an expert for the customer inquiry; an executable portion configured for determining handle time information for the one or more representatives available to accept the incoming call when the one or more representatives are available; an executable portion configured for determining staffing level information associated with the one or more representatives available to accept the incoming call when the one or more representatives are available, wherein the staffing level information comprises the one or more representatives that have only audio capabilities, the one or more representatives that have only video capabilities, and the one or more representatives that have both audio and video capabilities an executable portion configured for routing the incoming call to a representative of the one or more representatives available based at least in part on the handle time information and the staffing level information; an executable portion configured for routing the incoming call to a queue when none of the one or more representatives are available; an executable portion configured for displaying via the customer interface and a representative interface, information associated with the type of customer inquiry when the incoming call includes video capabilities; and an executable portion configured for receiving via the customer interface, input from the customer, wherein the input is an electronic signature related to the information associated with the type of customer inquiry.
 12. The computer program product of claim 11, further comprising: an executable portion configured for outputting visual media to a display for viewing by the customer while the call is in the queue when the call is determined to be video enabled.
 13. The computer program product of claim 11, further comprising: an executable portion configured for identifying from routing instructions associated with the call a desired language associated with the customer; and an executable portion configured for routing the call to a station associated with personnel capable of communicating in the desired language.
 14. The computer program product of claim 11, wherein the computer-readable program code portions further comprise: an executable configured for displaying via the customer interface and a representative interface, information associated with the type of customer inquiry when the incoming call includes video capabilities; and an executable portion configured for receiving via the customer interface, input from the customer, wherein the input is an electronic signature related to the information associated with the type of customer inquiry.
 15. The computer program product of claim 11, wherein the one or more representatives are located at a call center. 